15 Best Live Chat Software for 2022

best live chat software solution for 2022

Live chat has become an essential tool for businesses looking to maximize their support channels and improve customer service. There are so many choices out there with diverse features and pricing that it makes choosing the best live chat software difficult.

So, how do you choose live chat software for the website?

Live chat is slowly gaining popularity as it allows agents to offer alternate channels of registering customer complaints. Operators can speak to multiple customers and automate numerous customer support functions like ticket creation, feedback collection, and complaint resolution.

Live chat can easily improve your customer satisfaction and retention. So, here’s a carefully curated list of the best live chat software you can consider. 

What is Live Chat Software?

Live chat software is a service that allows support agents to communicate with customers. Customers can use this software to reach out to them. Companies have a chat window that allows customers to push their complaints or discuss website navigation issues. 

It is a versatile tool that businesses can use to offer instant customer service. With canned responses, you can respond to customers waiting in line. But, live chat also offers marketing functions such as allowing businesses to capture leads, qualify leads, and make announcements. 

Live chat solutions are the best way to improve website engagement. With smart triggers, you can send personalized messages that encourage customers to make a purchase or continue browsing your website. 

With lead capturing forms, you can improve form submissions through better placement and timing. Also, you can ask questions to gauge the interest of your visitors to usher them through your marketing funnel until they finally make a purchase.

If you implement live chat, you will notice a significant difference in your resolution time, lead generation, and bounce rate. Here’s how it can affect bounce rate, for instance; when you address issues with website navigation through chat, your customer will be less likely to leave.

What are the Benefits of Live Chat Software

Installing live chat on your website serves multiple purposes. Since it enables proactive communication between the customer and the company, it is integral to every business’s marketing strategy. 

  • Live chat can engage customers round the clock using canned responses and help docs
  • Live chat tool enables direct communication without any email signup. 
  • Live chat engages customers round the clock via automation. 
  • Live chat streamlines and smoothens customer support processes without any friction. 
  • Live chat captures leads and reduces support costs and cart abandonment.
  • Live chat has a higher ROI and provides a competitive edge. 
  • Live chat improves customer experience and support team efficiency. 
  • Live chat provides contextual support and enhances customer loyalty.

How to Add Live Chat Software to Your Website

How Does Live Chat Work?

Live chat is a small chat widget popup that appears on the website or app. The positioning can be based on various factors. This tool serves as a communication mode between the user/visitor and the support agent/operator where the visitors can directly interact with the company.

The website visitors can chat with the support operators for any help, whether they are looking for product recommendations, order status or delivery status, shipping cost, etc. The support reps keep themselves active. Visitors can type in and send their queries. The support reps answer the queries in real-time. They also use a knowledge base and canned responses to answer questions faster. 

The tool has two interfaces, i.e., one for the operator and one for the visitor. The operator window lets the operators track the visitors’ activities. Operators can see the chat history and deliver a personalized experience to returning visitors. 

The visitor window is visible to visitors only. The visitors can start a conversation with the operators, or if the operator has initiated one, they can accept it. The visitor can see the pre-chat form, offline message form, self-help docs, etc. 

Top Features of Live Chat Software

1. Canned Responses

These are predefined responses that can be delivered to customers waiting for their issues to get resolved. Canned responses help automate customer support by saving you time on writing a response for every routine query. These standard replies are usually used at the beginning of a chat to optimize the response time.

2. Reports and Analytics

It is important to know where your support teams are excelling, but it also helps to know where you can improve. That is what detailed reports and analytics help you do; with metrics, you can make enhancements to your user experience. You can track operator performance, total chats accepted, chats missed, chat duration, customer ratings, and many other metrics.

3. Chat Announcements

Your business needs to market its products through any channel possible. With chat announcements, you can deliver marketing messages that showcase product updates, upcoming products, and features. Your chat box acts as an important touchpoint in the customer journey. Chat announcements help you utilize a live chat as a marketing channel.

4. Customization

Your brand has its own color, personality, and tone. Having a live chat widget that reflects that identity is crucial to driving consistency in your brand communication. You can customize the fields on your lead capturing forms. With branding options, you can change up the look of your widget. Each operator can have a unique live chat window according to their department.

5. Integrations

When considering the best live chat software options, you must explore the integrations possible. Furthermore, you can consider the platforms that can be integrated with your solution. It would be a great start to have integrations with help desk, knowledge base, CRM, etc., as these are important to manage your entire lead pipeline.

6. Chatbot

The difference between a chatbot and live chat is that with live chat, you get to offer instant support but it can get challenging to solve customer issues round the clock. These tools help you offer 24×7 support, removing manual intervention. They can screen complaints before agents chat with those customers. Chatbots allow you to capture leads too with pre-chat forms.

7. Chat Forms

When conversing with your customers, you get an opportunity to do the following things:

  • Capture leads
  • Capture support requests
  • Capture feedback

If your live chat app offers you this feature, then you should select it. Here are the three kinds of chat forms:

  • Pre-chat forms: It helps you capture leads.
  • Offline message forms: It allows you to capture support requests when all your agents are offline.
  • Post-chat forms:  It allows you to capture customer feedback for the support experience offered by the agent.

Key Features of the Live Chat Tools

Best Live Chat Software Key Features: Pricing
  • ProProfs Chat
  • Chat routing for offering a faster resolution
  • Operator performance reports
  • Chat greetings for proactive support
  • Knowledge base & help desk integration
  • Announcements to keep customers updated on the latest upgrades
    • Trial Plan: $0/15 days
    • Essentials Plan: $20/user/mon
    • Premium Plan: $60/user/mon
    • Business Plan: Request a custom quote
    • LiveChat
    • Targeted messages for specific visitor behavior
    • Chat ratings for individual operators
    • Branding and customization settings
    • In-built ticketing system
    • File sharing during an ongoing conversation
      • Pricing: Starts at $16/user/month
      • Sendinblue
      • Easy installation
      • Visitor tracking
      • Workflow creation
      • Customization options for live chat widget
      • Chat routing
        • Pricing: Starts from $25/user/month
        • Zendesk Suite
        • Anticipate customer questions
        • Automate your responses with chatbot
        • Multiple chat customization settings
        • Chat routing to help customers find answers faster
        • Offer anytime, anywhere responses with mobile chat app
          • Pricing: Starts at $19/user/month
          • Olark
          • In-depth chat analytics
          • Custom chatbox forms
          • Save and use chat transcripts later
          • Integrations with popular platforms
          • Visitor co-browsing to provide step-by-step support
            • Pricing: Starts at $15/user/month
            • Pure Chat
            • Visitor tracking in real-time
            • Chat triggers based on visitor actions
            • Assign security roles
            • Android & iOS mobile apps
            • Unlimited chat history and transcript storage
              • Pricing: Starts at $39/user/month
              • LiveAgent
              • Live chat widget customization settings
              • Proactive chat invitations
              • Monitor visitors in real time
              • Real time typing-view of your customer’s answers
              • Integrate all communication channels such as Gmail, Twitter, Slack, Facebook
                • Pricing: Starts at $15/user/month
                • Intercom
                • Offers a customizable chatbot for human-like interactions
                • Showcases help center articles in the chat widget
                • Routes visitors to the correct department automatically
                • Provides an app store with 200+ options
                • In-depth team performance reports
                  • Pricing: Starts at $59/user/month
                  • Jivochat
                  • Track conversations from various channels from a single dashboard
                  • Save canned responses
                  • Color-coded chats
                  • Brings data from your CRM
                  • Identify visitor’s location & click source
                    • Pricing: Starts at $19/user/month
                    • Chaport
                    • Auto-invitations
                    • Typing insights to anticipate the queries of users
                    • Group chats
                    • Pre-chat forms with customizable fields
                    • Messenger mode to store offline messages
                      • Pricing: Starts from $15/user/month
                      • Drift
                      • Transfer chats from one department to another seamlessly
                      • Leave private notes for other support team members
                      • Track chat status immediately
                      • Chatbot for capturing market qualified leads for business
                      • Create multiple inboxes to manage different types of conversations
                        • Pricing: Connect with the team to get a quote.
                        • Userlike
                        • Automate support with chatbots
                        • Capture chat rating & feedback easily
                        • Avoid queues by managing chat slots
                        • Set up canned responses
                        • Improve performance with built-in chat analytics
                          • Pricing: Starts at $90/month
                          • HubSpot
                          • Customization settings for the live chat widget
                          • Targeted welcome messages
                          • Chatbots to automate work
                          • Chat transcripts
                          • Free integration with Slack
                            • Pricing: Starts from $45/user/month
                            • Smartsupp
                            • Customization features for the chat box
                            • Complete overview of visitors with dashboard
                            • Mobile app for iOS and Android.
                            • Detailed statistics
                            • Video tracking of customer activity
                              • Pricing: Starts from $15/user/month
                              • Freshchat
                              • Automate support queue with a chatbot
                              • Offer multi-lingual support in 30+ languages to customers
                              • Set proactive campaigns to reach customers before they do for support
                              • Set up self-service to help customers find answers with in-built FAQs
                              • Perform bulk actions for multiple conversations such as add, edit, or delete in one go
                                • Pricing: Starts at $15/user/month

                                What to Consider When Choosing the Best Live Chat Software?

                                Since we have discussed each live chat feature that you should expect with this live chat tool, you must be wondering what is a good live chat solution. But when it comes to selecting any customer support software, you need to have a list of criteria that simplifies your purchase. So, without further ado, let us jump right into it.

                                1. Provides Mobile Compatibility for anytime, Anywhere Support

                                Not all live chat tools are mobile optimized and offer complete user-friendliness even now. Therefore, you should look at live chat options that offer support with both iOS and Android devices. It should not only be compatible with mobile browsers but also have mobile apps for every app store.

                                2. Offers Value with Price

                                You must have a support budget based on which you can categorize your live chat widgets. Once you categorize them, look at the features which are relevant to your business. As a result, you can find the perfect live chat for your business that is both cost-effective and feature-rich. 

                                3. Enables Integration with Multiple Platforms in One Go

                                You should not miss these criteria as your live chat app should integrate seamlessly with numerous other apps. It is important to have many integrations as you can extend functionalities with dedicated live chat plugins.

                                4. Easy-to-Use & Simple Onboarding

                                Live chat support software can often have a steep learning curve despite a friendly user interface. But a good onboarding experience can be achieved with instant help content that guides through each feature and setting. Help content includes video tutorials, video guides, manuals, FAQs, help center, etc.

                                5. Advanced Features for Better Support Experience

                                There are some standard chat features that you will find common across each chat tool. Some of them are chat monitoring, chat routing, canned responses, etc., but you will require some advanced features. These advanced features form the basis of good customer service and are distinguishing features of each tool. For example, Tracking API, Callback, Chatbot, etc.

                                6. Cloud-Based vs. Self-Hosted

                                You should ask yourself if you want a cloud-based or self-hosted solution. But to find the answer, you need to know the benefits and drawbacks of each. In a self-hosted solution, you will end up paying significantly more in installation costs and upgrading from legacy systems. 

                                Here are the drawbacks of a self-hosted solution:

                                • High infrastructure costs in setting up and maintenance.
                                • Lack of any time, anywhere access.
                                • Lack of security guarantees.

                                You will notice that your business will not face such issues with a cloud-based solution. You’ll receive plentiful benefits with this option. Here are some of them:

                                • Your business will receive automatic software updates.
                                • Through easy data sharing and file editing options, you can collaborate better.
                                • You receive flexible payment plans and can choose the one that suits your team best.
                                • Cloud-based tools are run on third-party servers which reduces the costs by a lot.
                                • You will receive security guarantees from cloud service providers.

                                15 Best Live Chat Software Tools & Solutions for 2022

                                In this section, we simply won’t introduce the tools to you but also highlight their top-rated features, pricing, what we liked about them and what could be improved or be better in them. This will help you understand your options better and arrive at a decision faster.

                                1. ProProfs Chat

                                proprofs live chat software is best live chat tool

                                ProProfs Chat is a great tool to help you communicate with your customers and engage them while they browse your website. You can use this live chat software for website visitors to handle their multiple chats using canned responses. Website visitors can also check out relevant help articles in the live chat widget.

                                As an online customer support tool, you can use it to drive conversions as you monitor which pages are leading with the most interactions. You can route your customers across teams to quickly resolve their issues. With lead capturing forms, you can increase form submissions too. 

                                You can store these leads on popular CRM platforms. These features make it one of the best live chat software for small businesses.

                                Key Features of ProProfs Chat:

                                • Answer customers instantly with canned responses.
                                • Enhance the customer experience with intelligent chat routing.
                                • Automate chat support with rule-based chatbots.
                                • Offer self-help articles in the chat widget.
                                • Deliver product announcements to market your business.

                                Pricing:

                                • Essentials plan – $20/user/month
                                • Premium plan – $60/user/month
                                • Enterprise plan – Request a quote

                                What we liked: 

                                • It has in-depth analytics that allows you to monitor operator performance and customer feedback.
                                • The product announcements feature is helpful as it allows us to create marketing strategies centered around our live chat software.

                                What could have been better: 

                                • We were looking to enhance the scope of our customer support through more integration options. The options are limited as we cannot integrate it with social media platforms.
                                • We would like to receive more options for a better customized live chat widget.

                                Choose it for: Sales and Support.

                                3rd party integrations allowed: Yes.

                                Suited for: small, medium, and large businesses.

                                >> Try it free for 15 days

                                2. LiveChat

                                livechat- best live chat tool

                                Live Chat helps in upgrading the customer experience for businesses looking to service their prospects in better and more inventive ways. With lead capturing forms, you can increase form submissions and improve lead generation

                                You can boost engagement with visitors in real-time, and offer round-the-clock assistance with chatbots. Through proactive messaging, initiate chat conversations with prospects and anticipate their queries. Also, Live Chat offers an in-built ticketing system to convert chats into tickets.

                                Key Features of Live Chat:

                                • Drive conversions through targeted messages.
                                • Assess your support team performance with post-chat ratings.
                                • Brand your live chat box with customization settings.
                                • Convert chats into tickets with an in-built ticketing system.
                                • Offer instant resources to customers with file sharing.

                                Pricing: 

                                • Starter plan – $16/user/month
                                • Team plan – $33/user/month
                                • Business plan – $50/user/month
                                • Enterprise plan – Request a quote on call

                                What we liked: 

                                • It has numerous security features like encrypted connections, access restrictions, credit-card masking, visitor banning, log in with Google, compliance with various regulations, and much more.
                                • It even offers excellent sales and eCommerce features such as saving customer data, product cards, sales and goal trackers, and much more. These features make it perfect for both marketing and sales teams.

                                What could have been better:

                                • We were hoping for more work on the announcement feature to help shape their live chat solution as an all-rounder.
                                • Should allow operators to connect with each other while they chat with customers.

                                Choose it for: Sales and Marketing.

                                3rd party integrations allowed: Yes.

                                Suited for: Medium and large enterprises.

                                3. Sendinblue

                                sendinblue- live chat solution

                                Sendinblue is a great option to choose from different live chat solutions to build the support side of your growing business. Sendinblue is a full-service digital platform that offers email marketing and CRM services. 

                                Their live chat solution is really good too. It allows you to set up direct communication with other customer channels. You can personalize your chat experience with dedicated customization features. It is also really easy to set it up by simply copying a code snippet. 

                                Key Features of Sendinblue

                                • Set up and get started with its easy installation.
                                • View user activity with real-time visitor tracking.
                                • Streamline your support processes with workflow creation.
                                • Brand your live chat with customization options for the live chat widget.
                                • Direct customers to the right team with chat routing.

                                Pricing:

                                • Free plan: $0
                                • Lite plan: $25/month
                                • Premium plan: $65/month
                                • Enterprise plan: Contact Sendinblue for a quote

                                What we liked: 

                                • We like the customization features offered for the live chat window.
                                • The reporting and analytics features are extensive and a great help in understanding our customer’s activity.

                                What could have been better: 

                                • The free plan could have more functionalities which could simplify the purchase decision for premium plans.
                                • It is simpler than other alternatives on this list.

                                Choose it for: Sales, Marketing, and Support.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and medium businesses.

                                4. Zendesk

                                Zendesk- best live chat tool

                                Zendesk Chat is known for its real-time messaging features that help your business to communicate better with customers. You can create conversational experiences that will improve customer retention by allowing you to solve their problems more effectively.

                                You can also receive offline messages and engage customers when your agents are busy with other chats. You can utilize emojis and GIFs to create an engaging conversation with each customer looking for help on your website.

                                Key Features of Zendesk Suite:

                                • Brand your live chat widget with customization features.
                                • Offer quick answers to customer queries with automated responses.
                                • Direct the customer to the right department with chat routing.
                                • Access your chats anywhere at any time with a mobile chat app.
                                • Engage users with emojis and GIFs during the chat conversation.

                                Pricing:

                                • Suite Team – $49/user/month
                                • Suite Growth – $79/user/month
                                • Suite Professional – $99/user/month

                                What we liked: 

                                • Zendesk chat offers a fluid interface to simplify communication with visitors and ensures a pleasant customer experience.
                                • Customers can translate the chat into their native language to introduce flexibility to the chat process.

                                What could be better:

                                • It lacks chat metrics that can offer insights into chat performance.
                                • There is a lack of customization options for the live chat window.

                                Choose it for: Support and sales.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and Medium businesses.

                                5. Olark

                                olark- website chat services

                                Olark is known for its website chat services that ensure a seamless experience for all your customers. With this live chat platform, you can satisfy customers and drive their return to your brand. 

                                It allows you to engage with customers in real-time, collect data during the conversation, and use this data through analytics to improve the overall experience. If you are looking for live chat for websites, its features include pre-chat forms and paid plans start at affordable rates.

                                With pre-chat forms, you can capture market-qualified leads and create conversion opportunities. It is the optimal method to drive more form submissions and improve lead generation.

                                Key Features of Olark:

                                • Improve the customer experience with in-depth chat analytics.
                                • Grow your leads with custom chatbox forms.
                                • Read and search through your chat transcripts.
                                • Boost your live chat functionalities with integrations with other platforms.
                                • Offer simple and efficient customer service with automated messaging.

                                Pricing: 

                                • Starts from $29/user/month

                                What we liked: 

                                • We liked how Olark simplified contextual support by allowing operators to view customer/lead data during the conversation.
                                • With detailed email reports and centralized dashboards, it is easier to find opportunities in improving conversions and customer experience.

                                What could have been better:

                                • We hoped for more integration options to help build a complete support suite with Olark.
                                • There is a need for live chat customization options so that it can fit the branding of websites.

                                Choose it for: Sales and marketing.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and medium businesses.

                                6. Pure Chat

                                pure chat- fastest live chat solution

                                Pure Chat is said to be the fastest live chat solution in the market. What’s more, it even offers unlimited chats, access to a dashboard with better insights, and native Android and iOS apps that make it easier for businesses to provide anytime and anywhere support.

                                It even gives its users the option to sign up for 30 days free trial. This helps their customers access all their premium features and decide which package would better meet their needs. The simple chat view also allows operators with no experience with live chat to maneuver through the product quickly.

                                Key Feature:

                                • Visitor tracking in real-time
                                • Chat triggers based on visitor actions
                                • Unlimited chat history and transcript storage
                                • Assign security roles
                                • Android & iOS mobile apps available

                                Pricing: 

                                • Growth plan – $39/month
                                • Pro plan – $79/month

                                *Note: Pure Chat charges $13/month per user charge from their customers.

                                What we Liked

                                The product’s simplicity makes it easier for businesses to operate their support process and manage prospects in real time. 

                                Their detailed information on visitors as they browse the website helps their users point out the pain point faster and initiate a chat proactively for support.

                                What Could be Better

                                With a few changes, Pure Chat can offer better performance to its customers. These changes include:

                                • Working on a free plan to incorporate startups and those alike to reduce their support costs
                                • Offering more integrations to help customers create a better sales and support suite for their businesses

                                Choose it for: Support.

                                3rd party integrations allowed: No.

                                Suited for: Small and medium businesses.

                                7. LiveAgent

                                liveagent- live chat service

                                If you are looking for website live chat services that are recommended in most live chat software comparison articles, then LiveAgent is a great place to start. You can connect various communication channels and capture support requests from any platform. 

                                With integrations to Gmail, Slack, Facebook, Twitter, etc., you can make the most of your support suite. You can also route chats across departments, allowing you to automate the support process. 

                                With numerous configuration options, you can initiate proactive chat support when any visitor is either going through your products or checking out. This allows a business to boost its sales and create better experiences for customers. You can push customers to take action!

                                Key Features of LiveAgent:

                                • Upgrade your live chat experience with customization features.
                                • Entice customers to engage with you with chat invitations.
                                • Keep tabs on what your customers are looking at with visitor tracking.
                                • Create a more engaging experience for prospects with animations for chat buttons.
                                • Allow customers to browse the website with the chat window docked.

                                Pricing:

                                • Free plan – no charges applied (only help desk available)
                                • Ticket plan – $15/user/month (only help desk available)
                                • Ticket+Chat plan – $29/user/month
                                • All-inclusive plan – $49/user/month

                                What we liked: 

                                • We noted that we could add smart triggers to deliver messages and initiate conversations with customers. These messages are triggered by any set user action.
                                • LiveAgent includes live chat along with the help desk service, thus, offering the complete support package.

                                What could have been better:

                                • They offer live chat separately from the help desk software. It would be better to create a plan that meshes them.
                                • More customization features would help make a better live chat experience.

                                Choose it for: Support.

                                3rd party integrations allowed: Yes

                                Suited for: Medium businesses.

                                8. Intercom

                                intercom- website chat program

                                Intercom is one of the top online website chat programs out there. It believes in offering conversational experiences to customers that are engaging and valuable. It offers chatbots to automate support and adds that human touch with a holistic live chat solution.

                                With real-time insights, businesses can view visitor data and chat with browsing prospects. There is also a collaborative feature of a shared inbox which allows team members to communicate with each other to solve complex issues easily.

                                Key Features of Intercom:

                                • Build an appealing live chat experience with a customizable chat widget.
                                • Deliver relevant help articles through the chat widget.
                                • Solve complex issues and direct customers to the right department with chat routing.
                                • Boost functionalities of your live chat software with an app store with 200+ options.
                                • Work on improving customer satisfaction with in-depth team performance reports.

                                Pricing: 

                                • Start plan – $59/month
                                • Grow plan – $119/month
                                • Accelerate – $499/month
                                • Scale – $999/month

                                What we liked:

                                • Intercom is a holistic tool for businesses that want to offer omnichannel support to their customers. It’s because you get chatbots, live chat, a help center, messenger-like features, and more to its users.
                                • You can view key funnel metrics to figure out where you lost a customer during their time on the website. Also, you can pinpoint the key interaction driving a conversion.

                                What could have been better:

                                • We were hoping for pricing plans that small and medium businesses could make use of.
                                • Basic features like automatic greetings and chat routing need more work.

                                Choose it for: Sales, marketing and support.

                                3rd party integrations allowed: Yes.

                                Suited for: Enterprise business.

                                9. Jivochat

                                jivochat- live chat tool

                                Jivochat is considered as one of the best live chat service providers. This support messenger allows your business to connect and engage with visitors on the website, and identify their browsing intent quickly.

                                You can bring all conversations from different messaging, social media, and calling platforms onto a single dashboard. It allows you to offer omnichannel support, and you can make sure you don’t miss a single support request.

                                Key Features of Jivochat:

                                • Collect conversations in a centralized dashboard to track each one.
                                • Offer instant answers to customers with canned responses.
                                • Organize your conversations with color-coded chats.
                                • Enable real-time tracking of visitor location and source.
                                • Deliver personalized messages triggered by user actions.

                                Pricing:

                                • Basic version plan: $0/month
                                • Professional version plan: $19/month

                                What we liked: 

                                • We liked that we could identify the location of our visitors and track their activity in real-time.
                                • We found that it is easy to train a new agent to use this tool.

                                What could have been better:

                                • The UI seems plain and dated, but it is easy to use.
                                • There needs to be an advanced ticketing system.

                                Choose it for: Support.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and medium businesses.

                                10. Chaport

                                chaport- live chat and chatbot tool

                                Chaport is one of the top rated live chat software for sales and support teams. With a simple interface, it allows you to engage customers the moment they visit your website. Through timely engagement, you can solve customer issues and increase sales.

                                This live chat provider offers a robust chatbot solution that can help you qualify leads and capture customer feedback. Chaport allows you to connect with customers who are using Facebook, Telegram, or Viber. 

                                Key Features of Chaport:

                                • Attract customers to chat with auto-invitations.
                                • Speed up resolution with typing insights to anticipate the queries of users.
                                • Connect with team members through group chats.
                                • Deliver pre-chat forms with customizable fields to capture leads.
                                • Store offline messages with Messenger Mode.

                                Pricing: 

                                • Free plan – $0
                                • Premium plan – $15/operator/month
                                • Business plan – $23/operator/month
                                • Enterprise – Contact Chaport for a quote

                                What we liked: 

                                • We liked the after-sales support as it was prompt in responding to our queries.
                                • It is easy to install and has a simple user interface.

                                What could have been better:

                                • The mobile app is not very responsive.
                                • The triggers for auto-invitations are limited in their functionalities.

                                Choose it for: Sales, Support, and Marketing.

                                3rd party integrations allowed: Yes.

                                Suited for:  Small, medium, and large businesses.

                                11. Drift

                                Drift live chat software

                                Drift is one of the best live chat software for website marketing. It allows you to generate better sales growth too. The chatbot feature allows businesses to create a refined sales pipeline to capture qualified leads. 

                                The method of keeping visitors engaged on your website allows you to drive more conversions. You get to connect with the visitor at key points and simplify your sales strategy by offering product suggestions that take into account your customer’s actions.

                                Key Features of Drift:

                                • Resolve your customers’ issues quickly with chat routing across departments.
                                • Create private notes to boost in-team collaboration and productivity.
                                • Shape the experience for live chat agents with customization options.
                                • Read, search, and send conversation transcripts to figure out top issues.
                                • Offer round-the-clock assistance with an AI chatbot.

                                Pricing:

                                • Premium plan – quote on request
                                • Advanced plan – quote on request
                                • Enterprise plan – quote on request

                                What we liked:

                                • Drift is a complete customer service chat software that offers sales and marketing capabilities. With it, you can find conversion opportunities and boost sales.
                                • The chatbot’s conversational interfaces can simulate human interactions which makes it a highly conversational bot.

                                What could have been better:

                                • It would be better if we could access more visitor details to better gauge their intent and personalize their experience.
                                • They need to work on offering self-service options, so that support volume can get managed.

                                Choose it for: Marketing and sales.

                                3rd party integrations allowed: Yes.

                                Suited for: Medium and enterprise business.

                                12. Userlike

                                userlike live chat software

                                Userlike is one of the best live chat software for startups as it has a free plan. It brings automation and human support together. With a chatbot, answer frequently asked questions and direct prospects to the right product. You can also make product recommendations.

                                It is an affordable live chat service that allows you to become proactive at capturing customer feedback. With post-chat surveys, you can find out what your customers thought about the support experience. 

                                Key Features of Userlike:

                                • Build chatbots for automated support offered across time zones.
                                • Capture customer feedback with post-chat surveys.
                                • Answer instantly with canned responses.
                                • Identify key interactions with in-depth analytics.
                                • Send chat transcripts to your team members to improve the quality of service.

                                Pricing:

                                • Free plan: $0/month
                                • Team plan: $90/month
                                • Corporate plan: $290/month
                                • Business plan: $720/month

                                What we liked:

                                • It simplifies displaying product recommendations to prospects as they move through the buyer’s journey.
                                • The pricing is a little on the steeper end.

                                What could have been better:

                                • You get proactive alerts so that you don’t miss any chats.
                                • There should be a mobile app that integrates and syncs with the live chat solution.

                                Choose it for: Sales and support.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and medium businesses.

                                13. HubSpot Conversations

                                hubspot free live chat tool

                                HubSpot is one of the top live chat providers on this list, and they have tools for marketing, sales, and service requirements. HubSpot Conversations allows customers to connect with the right members of your team. You can route inquiries to your support team and direct leads to your sales team for follow-ups.

                                With chatbots, you can qualify leads, answer common questions, and book appointments. Since the HubSpot chatbot builder is seamlessly integrated with the HubSpot CRM, you can deliver personalized messages based on customer data you already have.

                                Key Features of HubSpot Conversations:

                                • Brand your live chat widget with customization settings.
                                • Deliver targeted welcome messages to visitors on different pages.
                                • Create chatbots to automate support and reduce agent workload.
                                • Receive, send, and forward chat transcripts.
                                • Integrate with Slack to get chat notifications or carry on the conversation on mobile.

                                Pricing:

                                • Starter plan: $45/month
                                • Professional plan: $800/month
                                • Enterprise plan: $3200/month

                                What we liked: 

                                • HubSpot Conversations has a great user interface that makes it easy to learn.
                                • HubSpot has numerous integration options.

                                What could have been better:

                                • There is very little automation available apart from building a basic chatbot. But for the price, one expects an advanced chatbot.
                                • You don’t receive notifications for when a bot has finished chatting with a customer.

                                Choose it for: Sales, Marketing, and Support.

                                3rd party integrations allowed: Yes.

                                Suited for: Medium and Large businesses.

                                14. Smartsupp

                                smartsupp- live chat solution

                                Smartsupp is a great option among live chats that works as an online shopping assistant which helps you convert visitors into customers. With access to previous customer data, it allows you to give a personal touch to your communications. 

                                The brand has a mobile app that allows you to offer customer support from anywhere at any time. Smartsupp allows you to capture messages from live chat, emails, and Facebook messenger; it grants you complete visibility into customer issues from a single platform.

                                Key Features of Smartsupp:

                                • Upgrade your chat box’s look with customization features.
                                • Get a complete overview of visitors with a centralized dashboard.
                                • Bring your work anywhere at any time with mobile apps for iOS and Android.
                                • Build engagement strategies with detailed statistics and insights.
                                • Receive audience insights and video tracking of customer activity.

                                Pricing:

                                • Free plan: $0
                                • Standard plan: $15/month
                                • Pro plan: $72/month
                                • Ultimate plan: Starts from $2000/month

                                What we liked:

                                • Smartsupp is easy to set up and use.
                                • We liked its integrations with social media platforms.

                                What could have been better:

                                • There are some issues in marking the complaint as resolved.
                                • There is some delay in receiving messages.

                                Choose it for: Support and sales.

                                3rd party integrations allowed: Yes.

                                Suited for: Small and medium businesses.

                                15. Freshchat

                                FreshChat- create delighful live chat experience

                                Freshchat is among the simple-to-use live chats that enable businesses to engage customers and create delightful customer experiences. Like many of the tools on the list, it offers multichannel support to its users, so that they can capture every support request.

                                With its AI-powered chatbot and proactive messages, its live chat services actively help its users to keep visitors engaged on the website. Their proactive approach also enables businesses to create more personalized experiences efficiently.

                                Key Features of Freshchat:

                                • Offer automated support with chatbots.
                                • Deliver multi-lingual support in 30+ languages.
                                • Engage customers with proactive campaigning.
                                • Create self-service options with FAQs to help customers.
                                • Perform bulk actions on conversations to edit and delete them.

                                Pricing:

                                • Free plan – no charges applied
                                • Growth plan – $15/user/month
                                • Pro plan – $39/user/month
                                • Enterprise plan – $69/user/month

                                What we liked: 

                                • We liked that we could offer complete sales, marketing, and support with its numerous integrations.
                                • It has extensive compatibility with platforms to offer multichannel support, such as Whatsapp, Apple Business Chat, Facebook Messenger, LINE, and others.

                                Choose it for: Support and sales.

                                3rd party integrations allowed: Yes

                                Suited for: Small, medium, and enterprise businesses.

                                Comparison of Best Live Chat Software

                                This section aims to compare the above-discussed live chat software providers based on a few essential features. 

                                Product Pricing Chatbots Proactive Chat Announcements In-built Support Suite Mobile Application
                                ProProfs Chat $20/user/month Yes Yes Yes Yes Yes
                                LiveChat $16/user/month Yes Yes No Yes Yes
                                Sendinblue $25/user/month No No Yes Yes Yes
                                Zendesk Suite $19/user/month Yes Yes No Yes Yes
                                Olark $19/user/month No Yes No No Yes
                                Pure Chat $39/month No Yes No No Yes
                                LiveAgent $15/user/month No Yes No Yes Yes
                                Intercom $59/user/month Yes No Yes Yes Yes
                                Jivochat $19/user/month Yes Yes No Yes Yes
                                Chaport Pricing: Starts from $15/user/month Yes Yes No Yes Yes
                                Drift Price quote on demand Yes Yes No No Yes
                                Userlike $90/month Yes Yes No Yes No
                                HubSpot Pricing: Starts from $45/user/month Yes Yes No Yes Yes
                                Smartsupp Pricing: Starts from $15/user/month Yes Yes Yes No Yes
                                Freshchat $15/user/month Yes Yes No Yes Yes

                                This detailed chat comparison table will help you understand how each of these tools excels in terms of pricing and other must-have features. Also, it will help you get an idea about which tool falls under your expectations and which doesn’t in one glance.

                                Finding the Best Live Chat Software for Your Website

                                The live chat software market is becoming diverse with time, making it hard for new buyers to choose one that matches each expectation they have. If anything, live chat services have taken the support industry standards to the next level.

                                When customers see that chat widget on your website, they expect instant connection, improved engagement, and reduced wait time. However, these are not the only benefits you should consider when deciding if you want a live chat solution for your website.

                                Live chat solutions help you reduce churn, improve retention, increase engagement, and boost revenue for your business. Once these benefits solidify your decision on getting a live chat for your business, it is time you look into must-have features. These include chat forms, visitor monitoring, proactive messages, announcements, chatbots, integrations, and more.

                                However, the number of solutions in the market can leave you confused about which one should be apt for the business. To help you avoid confusion, we’ve created a list of the top 11 best live chat software solutions. They’ve been selected based on pricing, reviews, and placing on prominent product listing websites.

                                We hope that our list of solutions helps you shortlist, select and implement the right fit for your business.

                                11k
                                Reads
                                Share this article on

                                Do you want a free Live Chat software?

                                We have the #1 Online Live Chat Software for instant customer support 24x7

                                About the author

                                Jared is a customer support expert. He has been published in CrazyEgg, CoSchedule, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn